Automated passcode recovery in an interactive voice response system

ABSTRACT

The preferred embodiments of the present invention include providing automated passcode recovery in an interactive voice response system by providing to a caller an automated passcode recovery question and processing a caller answer to the automated passcode recovery question to authenticate the caller.

CROSS-REFERENCE TO RELATED APPLICATION

This application is a continuation of U.S. Utility Application entitled,“Automated Passcode Recovery in an Interactive Voice Response System,”having Ser. No. 11/923,939, which was filed on Oct. 25, 2007, which is acontinuation of U.S. Utility Application entitled, “Automated PasscodeRecovery in an Interactive Voice Response System,” having Ser. No.10/102,986, which was filed on Mar. 21, 2002, the entire contents ofwhich are hereby incorporated herein by reference.

TECHNICAL FIELD

The present invention is generally related to interactive voice responsesystems and, more particularly, is related to passcodes in aninteractive voice response system.

BACKGROUND OF THE INVENTION

Interactive voice response systems are commonly used as interfaces at awide variety of support centers, call centers, and other informationretrieval centers (e.g., voice mail systems, automated banking systems,etc.). When an interactive voice response system is contacted by acaller, the caller is typically first presented with voice informationfrom an interactive voice response unit. The interactive voice responseunit poses voice queries to the caller. The caller inputs responses(e.g., with a touch tone telephone and dual tone multifrequency (DTMF)tones) to the voice queries, and then is presented additional voicequeries based on the responses. The caller responses to the voicequeries are typically used to route the caller to a desired destination,dispense information for the caller, and/or collect information from thecaller.

Typically, interactive voice response systems also employ anauthentication function whereby a caller must enter an authenticationpasscode, password, personal identification number (PIN), etc. beforethe caller can be authenticated to use the interactive voice responsesystem. For example, when the caller first contacts the interactivevoice response system, the caller may be required to input the specialpasscode before the caller is able to gain full access to the servicesprovided by the interactive voice response system. However, such systemsmay be problematic in situations where the caller cannot recall theauthentication passcode. For example, in existing systems, if the callerforgets the authentication passcode, the only means by which the usercan retrieve the authentication passcode is to contact a customerservice representative associated with the service provider thatsupports the interactive voice response system. Typically, the customerservice representative will establish a temporary passcode, which thecaller may use to access the interactive voice response system. Aftergaining access to the interactive voice response system, the caller maythen change the passcode.

This method for recovering passcodes may be very expensive for theservice provider because of the need to maintain a customer servicepresence to respond to these situations. Furthermore, this recoverymethod may serve as a deterrent to callers who frequently forget theirpasscode because the caller would have to contact the customer servicerepresentative each time the passcode is forgotten.

Thus, there is a need in the industry for systems and methods foraddressing these and/other problems.

SUMMARY OF THE INVENTION

The preferred embodiments of the present invention include providingautomated passcode recovery in an interactive voice response system byproviding to a caller an automated passcode recovery question andprocessing a caller answer to the automated passcode recovery questionto authenticate the caller.

Other systems, methods, features, and advantages of the presentinvention will be or become apparent to one with skill in the art uponexamination of the following drawings and detailed description. It isintended that all such additional systems, methods, features, andadvantages be included within this description, and be within the scopeof the present invention.

BRIEF DESCRIPTION OF THE DRAWINGS

The preferred embodiments of the present invention can be betterunderstood with reference to the following drawings. The components inthe drawings are not necessarily to scale, emphasis instead being placedupon clearly illustrating the principles of the preferred embodiments ofthe present invention. Moreover, in the drawings, like referencenumerals designate corresponding parts throughout the several views.

FIG. 1 is a block diagram of a system according to one preferredembodiment of the present invention, in which an automated passcoderecovery system may be implemented.

FIG. 2A is a first portion of a flow chart illustrating the generaloperation of the system of FIG. 1 during a customization process.

FIG. 2B is a second portion of the flow chart of FIG. 2A.

FIG. 3A is a first portion of a flow chart illustrating the generaloperation of the system of FIG. 1 during a passcode recovery.

FIG. 3B is a second portion of the flow chart of FIG. 3A.

FIG. 4 is a block diagram illustrating an embodiment of the interactivevoice response system of FIG. 1.

FIG. 5 is a flow chart illustrating the architecture, functionality,and/or operation of one preferred embodiment of the automated passcoderecovery system of FIGS. 1 and 4.

FIG. 6A is a first portion of a flow chart illustrating thearchitecture, functionality, and/or operation of another preferredembodiment of the automated passcode recovery system of FIGS. 1 and 4.

FIG. 6B is a second portion of the flow chart of FIG. 6A.

FIG. 7 is a block diagram of a system according to another preferredembodiment of the present invention, in which the automated passcoderecovery system may be implemented.

FIG. 8A is a first portion of a flow chart illustrating the generaloperation of the voice mail system of FIG. 7 during a customizationprocess.

FIG. 8B is a second portion of the flow chart of FIG. 8A.

FIG. 9 is a flow chart illustrating the general operation of the voicemail system of FIG. 7, in which a calling party leaves a voice mailmessage for a subscriber of the voice mail system.

FIG. 10A is a first portion of a flow chart illustrating the generaloperation of the voice mail system of FIG. 7, in which the subscriberaccesses the voice mail system and recovers an authentication passcode.

FIG. 10B is a second portion of the flow chart of FIG. 10A.

FIG. 11 is a block diagram of an embodiment of the customer informationof FIG. 4 implemented in the voice mail system of FIG. 7.

FIG. 12 is a block diagram of a system according to some embodiments ofthe present invention in which the automated passcode recover system canbe implemented.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT I. System Overview

FIG. 1 illustrates one of many possible preferred embodiments of asystem 100 in which an automated passcode recovery system 104 may beimplemented. As illustrated in FIG. 1, system 100 comprises automatedpasscode recovery system 104 integrated with an interactive voiceresponse system 102, one or more communication devices 110, and acommunication network 108. The architecture, operation, andfunctionality of automated passcode recovery system 104 is described inmore detail below. However, by way of introduction, the generalarchitecture, operation, and functionality of automated passcoderecovery system 104 will be discussed briefly.

In operation, a caller 106 may use a communication device 110 to accessinteractive voice response system 102 via communication network 108 andreceive any of a variety of types of services provided by interactivevoice response system 102. Interactive voice response system 102 may beconfigured such that, in order to be authenticated (i.e., gain access tothe services provided by interactive voice response system 102 and/oraccess caller information stored in interactive voice response system102), a caller 106 must first enter an authentication passcode,password, personal identification number (PIN), etc. corresponding tothe caller 106. In certain embodiments, a caller 106 may enter theauthentication passcode via a touch tone keypad using dual tonemultifrequency (DTMF) tones. If the proper authentication passcode isentered the caller 106 is authenticated. However, if the incorrectauthentication passcode is entered, the caller 106 is not authenticated.Therefore, if the caller 106 has forgotten the correspondingauthentication passcode, in existing systems, the caller 106 may not beable to access interactive voice response system 102.

Automated passcode recovery system 104 provides a means by which thecaller 106 may recover the authentication passcode from, and gain accessto, interactive voice response system 102 even in situations in whichthe caller 106 cannot recall the original authentication passcode. Inthis regard, interactive voice response system 102 may store anautomated passcode recovery question and a corresponding automatedpasscode recovery answer. For instance, a caller 106 may record aparticular question to which only the caller 106 is likely to know theappropriate answer. By way of example, the automated passcode recoveryquestion may comprise the question “What is your mother's maiden name?”or “What is your driver's license number?” (Therefore, relatives cannoteasily guess the automated passcode recovery answer). Therefore, in theevent that the caller 106 has forgotten the original authenticationpasscode, interactive voice response system 102 may play the automatedpasscode recovery question to the caller 106 using a conventionalspeaker integrated with communication device 110. In certainembodiments, the automated passcode recovery question may be recordedand played back to the caller 106 in the caller's voice. In this manner,the caller 106 may more easily determine the automated passcode recoveryquestion. If the caller 106 enters, (e.g., via dual tone multifrequency(DTMF) tones on communication device 110) the appropriate answer to thequestion, interactive voice response system 102 may authenticate thecaller 106 and/or provide the caller 106 with the originalauthentication passcode. In other words, automated passcode recoverysystem 104 provides an additional level of security for customers thathave forgotten the original authentication passcode.

Referring again to FIG. 1 and the components of system 100, one ofordinary skill in the art will appreciate that communication network 108may comprise any communication network, such as a public or privatepacket-switched or other data network including the Internet, a circuitswitched network, such as the public switched telephone network (PSTN),a wireless network that provides any type of wireless service (e.g.,advanced mobile telephone services (AMPS), digital AMPS (D-AMPS),personal communication services (PCS), global system for mobilecommunications (GSM), specialized mobile radio (SMR), cellular digitalpacket data (CDPD), etc.), an optical network, or any other desiredcommunications infrastructure regardless of the underlying transmissionmedia, network topology, communication protocols, etc.

Communication devices 110 may comprise any device configured forcommunication with communication network 108 and configured tocommunicate with interactive voice response system 102. By way ofexample, as illustrated in FIG. 1, communication devices 110 maycomprise a telephone 112 or a wireless telephone 116, such as a cellphone. In other embodiments, communication device 110 may comprise acomputer 114 (e.g., a personal computer, workstation, laptop computer,etc.) configured with a microphone 120 and a speaker 118 for voicecommunication. Computer 114 may further comprise a mouse 122 and akeyboard 124.

As known in the art, interactive voice response system 102 refers to asystem configured to enable a caller to interact with caller informationstored in memory (e.g., a database) based on a telephony technology inwhich the caller uses a DTMF telephone, or similar device, to interactwith the database. Interactive voice response (IVR) technology does notrequire human interaction over the telephone because the caller'sinteraction with the database is predetermined by what the IVR systemwill allow the caller to access. For example, banks and credit cardcompanies may use IVR systems so that their customers can receiveup-to-date account information instantly and easily without having tospeak directly to a person. IVR technology is also used to gatherinformation, as in the case of telephone surveys in which the caller isprompted to answer questions by pushing the number buttons on atouch-tone telephone. One of ordinary skill in the art will appreciatethat, based on the particular configuration of the voice prompts, etc.,interactive voice response system 102 may be configured to provide anyof a variety of types of services. For example, interactive voiceresponse system 102 may be configured to provide automated bankingservices, automated customer transactions, voice mail services, etc.

Referring to FIGS. 2A, 2B, 3A, and 3B, the general operation of system100 will be described. FIGS. 2A and 2B represent a flow chartillustrating the general operation of system 100 during a customizationprocess according to preferred embodiments of the present invention.After beginning at block 200, at block 202, a caller 106 may establish arelationship with a service provider that supports interactive voiceresponse system 102, at which point a temporary passcode correspondingto the caller 106 may be generated and stored in interactive voiceresponse system 102. This process may take place over the telephone, viathe Internet, or face-to-face with a representative of the serviceprovider. At block 204, the caller 106 may establish an initialcommunication with interactive voice response system 102 viacommunication network 108. At block 206, interactive voice responsesystem 102 prompts the caller 106 to enter the temporary passcode inorder to be authenticated. At block 208, the caller 106 enters apasscode. As stated above, the caller may enter the passcode using dualtone multifrequency (DTMF) tones. In alternative embodiments, such aswhere interactive voice response system 102 employs speech recognitiontechnology, the caller 106 may enter the passcode by speaking.

At decision block 210, interactive voice response system 102 determineswhether the passcode entered by the caller 106 matches the temporarypasscode corresponding to the caller 106, which is stored in thedatabase. If the entered passcode does not match the proper temporarypasscode, block 206 may be repeated. If the entered passcode does matchthe proper temporary passcode, at block 212, interactive voice responsesystem 102 prompts the caller 106 to enter a new authenticationpasscode. At block 214, the caller 106 may enter a new authenticationpasscode in the manner described above. Interactive voice responsesystem 102 may then store the new authentication passcode.

At block 216, interaction voice response system 102 may then prompt thecaller 106 to record an automated passcode recovery question if desiredby the caller 106. At block 218, interactive voice response system 102records and stores the automated passcode recovery question provided bythe caller 106. One of ordinary skill in the art will appreciate thatthe automated passcode recovery question may be recorded as the caller106 speaks. In alternative embodiments, the automated passcode recoveryquestion may be entered and recorded using touch tone keys, dual tonemultifrequency (DTMF) tones, etc. As mentioned above, the automatedpasscode recovery question may comprise any question to which only thecaller 106 is likely to know the answer. For instance, the automatedpasscode recovery question may comprise any of the following typicalquestions used for security and/or authentication purposes, amongothers: “What is your grandmother's maiden name?”; “What are the lastfour digits of your social security number?”; “What is your childhoodpet's name?”; etc. At block 220, interactive voice response system 102prompts the customer to enter an automated passcode recovery answer thatcorresponds to the automated passcode recovery question previouslyentered by the caller 106. Again, the automated passcode recovery answermay be entered as the caller 106 speaks (and optionally subsequentlyconverted into data), or may alternatively be entered using touch tonekeys, dual tone multifrequency (DTMF) keys, etc. At block 222,interactive voice response system 102 records and stores the automatedpasscode recovery answer.

It will be appreciated with reference to the passcode recovery processillustrated in FIGS. 3A and 3B, that specifying/customizing an automatedpasscode recovery question and a corresponding automated passcoderecovery answer provides a means by which the caller 106 may recover anauthentication passcode that has been forgotten. FIGS. 3A and 3Brepresent a flow chart illustrating the general operation of the system100 during a passcode recovery process according to the presentinvention. At block 302, a caller 106 may establish communication withinteractive voice response system 102, via communication network 108,using a communication device 110 (e.g., a telephone 112, a wirelesstelephone 116, a computer 114, etc.). At block 304, interactive voiceresponse system 102 may prompt the caller 106 to enter theauthentication passcode corresponding to the caller. As stated above,the authentication passcode and other caller information may be storedin interactive voice response system 102. Furthermore, theauthentication passcode may comprise the temporary passcode created atthe conception of the relationship between the caller 106 and theservice provider or the passcode specified by the caller 106 during thecustomization process described above. At block 306, the caller 106enters an authentication password in the manner described above.

At decision block 308, interactive voice response system 102 determineswhether the entered passcode matches the authentication passcode storedin interactive voice response system 102. If the entered passcode doesmatch the stored authentication passcode, at block 310, interactivevoice response system 102 may authenticate the caller 106 and/or providethe caller 106 with access to additional services provided byinteractive voice response system 102. If the entered passcode does notmatch the stored authentication passcode, at block 312, interactivevoice response system 102 may query the caller 106 to initiate anautomated passcode recovery process. One of ordinary skill in the artwill appreciate that system 100 may be configured such that theautomated passcode recovery process is automatically initiated after thecaller 106 has entered an improper passcode some predetermined number oftimes. For example, the caller 106 may be prompted to re-enter apasscode in situations where the initial attempt did not provide amatch. This process may be repeated a predetermined number of times.

As illustrated by decision block 314, if the automated passcode recoveryprocess is initiated (e.g., automatically initiated, initiated by thecaller 106, etc.), at block 316, interactive voice response system 102may play the automated passcode recovery question corresponding to thecurrent caller 106. At block 318, interactive voice response system 102may prompt the caller 106 to enter an answer to the automated passcoderecovery question. After retrieving the entered answer, at decisionblock 320, interactive voice response system 102 determines whether theentered answer matches the automated passcode recovery answercorresponding to the caller 106 and which is stored in interactive voiceresponse system 102. If the entered answer does not match the automatedpasscode recovery answer, the process may be repeated at block 316.However, if the entered answer does match the stored answercorresponding to the caller 106, at block 322, interactive voiceresponse system 102 may provide the authentication passcode to thecaller. In this manner, the caller 106 may be subsequently authenticatedwhen the proper authentication passcode is entered. In alternativeembodiments, interactive voice response system 102 may automaticallyauthenticate the caller 106 when the proper automated passcode recoveryanswer is entered.

II. Interactive Voice Response System

FIG. 4 is a block diagram illustrating one preferred embodiment ofinteractive voice response system 102. As illustrated in FIG. 4,interactive voice response system 102 includes automated passcoderecovery system 104. Automated passcode recovery system 104 may beimplemented in software, firmware, hardware, or a combination thereof.In the preferred embodiment illustrated in FIG. 4, automated passcoderecovery system 104 is implemented in software, as an executableprogram, which is executed by a processing device 402. Generally, interms of hardware architecture, as shown in FIG. 4, interactive voiceresponse system 102 comprises a processing device 402, memory 404, oneor more network interface devices 406, and one or more input and/oroutput (I/O) devices 410 interconnected via a local interface 412.Interactive voice response system 102 may further comprise additionalcomponents not illustrated in FIG. 4.

Referring again to FIG. 4, the various components of interactive voiceresponse system 102 will be described. Local interface 412 may be, forexample but not limited to, one or more buses or other wired or wirelessconnections. The local interface 412 may have additional elements, whichare omitted for simplicity, such as controllers, buffers (caches),drivers, repeaters, and receivers, to enable communications.Furthermore, the local interface 412 may include address, control,and/or data connections to enable appropriate communications among theaforementioned components.

Processing device 402 is a hardware device for executing software,particularly that stored in memory 404. Processing device 402 may be anycustom-made or commercially-available processor, a central processingunit (CPU), an auxiliary processor among several processors associatedwith interactive voice response system 102, a semiconductor basedmicroprocessor (in the form of a microchip or chip set), amacroprocessor, or generally any device for executing softwareinstructions.

As illustrated in FIG. 4, memory 404 may comprise an operating system414, one or more applications 416, a voice response system 418, a speechrecognition system 420, automated passcode recovery system 104, andcaller information 422, which includes portions 424 corresponding toeach caller 106. The architecture, operation, and/or functionality ofautomated passcode recovery system 104 will be described in detailbelow. Memory 404 may include any one or combination of volatile memoryelements (e.g., random access memory (RAM, such as DRAM, SRAM, SDRAM,etc.)) and nonvolatile memory elements (e.g., ROM, hard drive, tape,CDROM, etc.). Memory 404 may incorporate electronic, magnetic, optical,and/or other types of storage media. Furthermore, memory 404 may have adistributed architecture, in which various components are situatedremote from one another, but can be accessed by processing device 402.One of ordinary skill in the art will further appreciate that, incertain embodiments, caller information 422 may be stored in a database(not shown).

The software in memory 404 may include one or more separate programs,each of which comprises executable instructions for implementing logicalfunctions. In the example of FIG. 4, the software in memory 404 includesvoice response system 418, speech recognition system 420, and automatedpasscode recovery system 104. Memory 404 may further comprise a suitableoperating system 414 that controls the execution of other computerprograms, such as applications 416 and automated passcode recoverysystem 104, and provides scheduling, input-output control, file and datamanagement, memory management, and communication control and relatedservices.

Automated passcode recovery system 104, speech recognition system 420,and voice response system 418 may be a source program, executableprogram (object code), script, or any other entity comprising a set ofinstructions to be performed. When implemented as a source program, thenthe program needs to be translated via a compiler, assembler,interpreter, or the like, which may or may not be included within thememory 404, so as to operate properly in connection with operatingsystem 414. Furthermore, automated passcode recovery system 104 may bewritten as (a) an object oriented programming language, which hasclasses of data and methods, or (b) a procedure programming language,which has routines, subroutines, and/or functions, for example but notlimited to, C, C++, Pascal, Basic, Fortran, Cobol, Perl, Java, and Ada.

Network interface device(s) 406 may be any device configured tofacilitate communication between interactive voice response system 102and a communication network, such as communication network 108, externalcommunication network 426, etc. Therefore, network interface device(s)406 may be configured to communicate with any of the following, orother, communication networks: a public or private packet-switched orother data network including the Internet, a circuit switched network,such as the public switched telephone network, a wireless network thatprovides any type of wireless service (e.g., advanced mobile telephoneservices (AMPS), digital AMPS (D-AMPS), personal communication services(PCS), global system for mobile communications (GSM), specialized mobileradio (SMR), cellular digital packet data (CDPD), etc.), an opticalnetwork, or any other desired communications infrastructure regardlessof the underlying transmission media, network topology, communicationprotocols, etc.

Input/output devices 410 may comprise any device configured tocommunicate with local interface 412. One of ordinary skill in the artwill appreciate that, depending on the configuration of interactivevoice response system 102, input/output devices 410 may include any ofthe following, or other, devices: a keyboard, a mouse, display device,such a computer monitor, a serial port, a parallel port, a printer,speakers, a microphone, telephone, etc.

Voice response system 418 may comprise logic configured to control themanner in which a caller 106 interacts with interactive voice responsesystem 102. In other words, the logic may define a voice menu systemcomprising a set of system voice prompts, a set of available functions,services, etc., and the available responses for each voice prompt. Thus,voice response system 418 controls the voice prompts provided to acaller 106, interprets the responses provided by the caller 106, andcontrols the information and/or services provided to the caller 106based on the particular responses. By way of example, in a voice mailsystem, voice response system 418 may control the manner in which thecaller 106 may access a voice mailbox based on a collection of voiceprompts and corresponding responses.

As stated above, in certain preferred embodiments, a caller 106 mayinteract with interactive voice response system 102 by speaking directlyinto communication device 110. In these embodiments, speech recognitionsystem 420 may be employed to recognize the spoken words, voicecommands, etc. provided by the caller 106. Accordingly, speechrecognition system 420 comprises logic configured to recognize and/orinterpret human speech patterns.

During operation of interactive voice response system 102, theprocessing device 402 is configured to execute logic stored within thememory 404, to communicate data to and from the memory 404, and togenerally control operations of interactive voice response system 102pursuant to the software. Automated passcode recovery system 104, voiceresponse system 418, speech recognition system 420, and operating system414, in whole or in part, but typically the latter, are read by theprocessing device 402, perhaps buffered within the processing device602, and then executed.

In embodiments where automated passcode recovery system 104, voiceresponse system 418, and speech recognition system 420 are implementedin software, as is shown in FIG. 4, each software module may be storedon any computer-readable medium for use by or in connection with anycomputer related system or method. In the context of this document, acomputer-readable medium may be an electronic, magnetic, optical, orother physical device or means that may contain or store a computerprogram for use by or in connection with a computer-related system ormethod. Automated passcode recovery system 104 may be embodied in anycomputer-readable medium for use by or in connection with an instructionexecution system, apparatus, or device, such as a computer-based system,processor-containing system, or other system that can fetch theinstructions from the instruction execution system, apparatus, or deviceand execute the instructions.

In the context of this document, a “computer-readable medium” can be anymeans that can store, communicate, propagate, or transport the programfor use by or in connection with the instruction execution system,apparatus, or device. The computer-readable medium can be, for examplebut not limited to, an electronic, magnetic, optical, electromagnetic,infrared, or semiconductor system, apparatus, device, or propagationmedium. More specific examples (a nonexhaustive list) of thecomputer-readable medium would include the following: an electricalconnection (electronic) having one or more wires, a portable computerdiskette (magnetic), a random access memory (RAM) (electronic), aread-only memory (ROM) (electronic), an erasable programmable read-onlymemory (EPROM, EEPROM, or Flash memory) (electronic), an optical fiber(optical), and a portable compact disc read-only memory (CDROM)(optical). Note that the computer-readable medium could even be paper oranother suitable medium upon which the program is printed, as theprogram can be electronically captured, via for instance opticalscanning of the paper or other medium, then compiled, interpreted orotherwise processed in a suitable manner if necessary, and then storedin a computer memory.

In alternative embodiments where automated passcode recovery system 104,voice response system 418, and speech recognition system 420 areimplemented in hardware, the corresponding logic may be implemented withany or a combination of the following, or other, technologies: adiscrete logic circuit(s) having logic gates for implementing logicfunctions upon data signals, an application specific integrated circuit(ASIC) having appropriate combinational logic gates, a programmable gatearray(s) (PGA), a field programmable gate array (FPGA), etc.

III. Automated Passcode Recovery System

FIG. 5 is a flow chart illustrating the architecture, functionality,and/or operation of one preferred embodiment of automated passcoderecovery system 104 during a customization process. For example, incertain preferred embodiments, this customization process may beperformed upon an initial communication between the caller 106 andinteractive voice response system 102. In this manner, the caller 106may specify a particular authentication passcode recovery question andauthentication passcode recovery answer to be used in the event that thecaller 106 cannot recall the authentication passcode.

Automated passcode recovery system 104 begins at block 500. As mentionedabove, automated passcode recovery system 104 may be initiated byanother portion of logic in memory 404. For example, during standardoperation, automated passcode recovery system 104 may be initiatedautomatically when a caller 106 first establishes communication withinteractive voice response system 102. In alternative embodiments,automated passcode recovery system 104 may be initiated by the caller106 in conjunction with voice response system 418. Regardless of themanner in which it is initiated, as shown at block 502, communication isestablished between the caller 106 and interactive voice response system102.

After the automated passcode recovery process is initiated andcommunication is established, at block 504, automated passcode recoverysystem 104 may prompt the caller 106 to enter a selection for atemporary passcode for authentication. At block 506, automated passcoderecovery system 104 receives the selection for the temporary passcode.At decision block 508, automated passcode recovery system 104 determineswhether the selection matches the temporary passcode stored ininteractive voice response system 102. If the selection is not a match,the process may be repeated at block 504. If the selection is a match,at block 510, automated passcode recovery system 104 may prompt thecaller 106 to enter a new authentication passcode. At blocks 512 and514, automated passcode recovery system 104 may receive and store thenew authentication passcode corresponding to the caller 106.

It should be noted that the process of entering the temporary passcodeand specifying a new authentication passcode (blocks 504-514) need notbe performed. For example, interactive voice response system 102 may beconfigured such that the caller 106 specifies the authenticationpasscode when service is established. Nonetheless, even in thesecircumstances, it will be appreciated that interactive voice responsesystem 102 may be configured to enable the caller 106 to change theauthentication passcode, authentication passcode recovery question,authentication passcode recovery answer, and other portions of callerinformation 422.

As shown in blocks 516-526, automated passcode recovery system 104enables the caller 106 to specify/customize the automated passcoderecovery question and automated passcode recovery answer. For example,at block 516, automated passcode recovery system 104 may prompt thecaller 106 to optionally record an automated passcode recovery question.At blocks 518 and 520, automated passcode recovery system 104 mayreceive and store the automated passcode recovery question specified bythe caller 106. At block 522, automated passcode recovery system 104 mayprompt the caller 106 to specify an automated passcode recovery answercorresponding to the selected question. As stated above, this enablesthe caller 106 to specify an additional level ofsecurity/authentication, in the event the caller 106 forgets theauthentication passcode. At blocks 524 and 526, automated passcoderecovery system 104 may receive and store the automated passcoderecovery answer. The process ends at block 528.

FIGS. 6A and 6B represent a flow chart illustrating the architecture,functionality, and/or operation of a preferred embodiment of automatedpasscode recovery system 104 during a passcode recovery process. Ingeneral, the passcode recovery process enables a caller 106, who hasforgotten the assigned authentication passcode and therefore cannot beauthenticated using the authentication passcode, to nonetheless beauthenticated by providing the appropriate automated passcode recoveryanswer in response to the automated passcode recovery question.

Referring to the example of FIGS. 6A and 6B, at block 600, automatedpasscode recovery system 104 begins. Again, automated passcode recoverysystem 104 may be initiated in a number of ways. For example, in certainpreferred embodiments, automated passcode recovery system 104 may beinitiated by the caller 106 in response to a voice prompt provided byinteractive voice response system 102. In alternative embodiments,automated passcode recovery system 104 may be initiated automatically inthe event that the caller 106 enters the incorrect authenticationpasscode a predetermined number of times. In further embodiments,automated passcode recovery system 104 may only be initiated if caller106 is accessing interactive voice response system 102 from a particularlocation, (e.g., a home phone, etc.) Regardless of the manner in whichit is initiated, as shown at block 602, communication is establishedbetween the caller 106 and interactive voice response system 102.

After communication is established, at block 604, automated passcoderecovery system 104 may prompt the caller 106 to enter theauthentication passcode corresponding to the caller 106. At block 606,automated passcode recovery system 104 receives the enteredauthentication passcode. At decision block 608, automated passcoderecovery system 104 determines whether the entered authenticationpasscode matches the authentication passcode stored in interactive voiceresponse system 102. If there is a match, at block 610, automatedpasscode recovery system 104 may authenticate the caller 106 and providethe caller 106 with access to any of a variety of services provided byinteractive voice response system 102. If there is not a match, atdecision block 612, automated passcode recovery system 104 may determinewhether the automated passcode recovery process should be initiated. Itshould be noted that the functionality illustrated in blocks 602-612 mayreside in other portions of logic, and need not be included withinautomated passcode recovery system 104. In certain embodiments,automated passcode recovery system 104 may be limited to thefunctionality represented in block 614-622. For example, another logicmodule may control the customer authentication process, and only when itis determined that the passcode recovery process is to be executed, willautomated passcode recovery system 104 be initiated.

Regardless of the particular embodiment, beginning at block 614, thepasscode recovery process has been initiated. At block 614, automatedpasscode recovery system 104 provides the automated passcode recoveryquestion corresponding to the caller 106. At block 616, automatedpasscode recovery system 104 may then prompt the caller 106 to enter ananswer to the automated passcode recovery question. At block 618,automated passcode recovery system 104 receives the entered answer asdescribed above. At decision block 620, automated passcode recoverysystem 104 determines whether the entered answer matches the automatedpasscode recovery answer corresponding to the caller, which is stored ininteractive voice response system 102. If there is not a match, theprocess may be repeated at block 616. If there is a match, at block 622,automated passcode recovery system 104 may authenticate the caller 106.For example, in certain embodiments, automated passcode recovery system104 may provide the authentication passcode to the caller. In thismanner, the caller 106 may be subsequently authenticated when the properauthentication passcode is entered. In alternative embodiments,automated passcode recovery system 104 may automatically authenticatethe caller 106 when the proper automated passcode recovery answer isentered. The process terminates at block 624.

IV. Voice Mail System

FIG. 7 is a block diagram of another embodiment of a system 700according to a preferred embodiment of the present invention, in whichautomated passcode recovery system 104 may be implemented. Asillustrated in FIG. 7, system 700 comprises automated passcode recoverysystem 104 integrated with a voice mail system 706, one or morecommunication devices 110 (e.g., telephone 112, wireless telephone 116,computer 114, etc.), and a communication network 108. System 700 maycomprise one or more subscribers 702 who have established voice mailservice. In one context, a subscriber 702 may be referred to as a“called party” when a calling party 704 is attempting to call. However,in another context, when interacting with the voice mail system 706,subscriber 702 may be referred to as a “caller.” As illustrated in FIG.7, system 700 enables one or more calling parties 704 to initiatetelephone calls with subscribers 702, either via the internalcommunication network 108 or another network 710. The calling party 704may also be a subscriber 702. In general, system 700 enables a callingparty 704, who is unable to initiate a telephone call with the calledparty 702, to interact with voice mail system 706 and leave a voice mailmessage for the called party 702. System 700 also enables the calledparty 702 to interact with voice mail system 706 and retrieve such voicemail messages, thus acting as a “caller” in a sense:

FIGS. 8A and 8B represent a flow chart illustrating the generaloperation of system 700 during a customization process. After beginningat block 800, at block 802, a voice mail subscriber 702 may establishvoice mail service with a service provider that supports voice mailsystem 706. At block 804, the subscriber 702 may establish an initialcommunication with voice mail system 706 via communication network 708.At block 806, voice mail system 706 prompts the subscriber to enter thetemporary passcode in order to be authenticated. At block 808, thesubscriber 702 enters a passcode. As with system 100 described above,the subscriber 702 may enter the passcode using dual tone multifrequency(DTMF) tones. In alternative embodiments, such as where voice mailsystem 706 employs speech recognition technology, the subscriber 702 mayenter the passcode by speaking.

At decision block 810, voice mail system 706 determines whether thepasscode entered by the subscriber 702 matches the temporary passcodecorresponding to the subscriber 702, which is stored in voice mailsystem 706. If the entered passcode does not match the proper temporarypasscode, block 806 may be repeated. If the entered passcode does matchthe proper temporary passcode, at block 812, voice mail system 102 mayprompt the subscriber 702 to enter a new authentication passcode. Atblock 814, the subscriber 702 may enter a new authentication passcode.Voice mail system 102 may then store the new authentication passcode.

At block 816, voice mail system 102 may then prompt the subscriber 702to record an automated passcode recovery question. At block 818, voicemail system 706 records and stores the automated passcode recoveryquestion provided by the subscriber 702. The automated passcode recoveryquestion may be recorded in the manner described above with respect tosystem 100. At block 820, voice mail system 706 prompts the subscriberto enter an automated passcode recovery answer that corresponds to theautomated passcode recovery question previously entered by thesubscriber 702. At block 822, voice mail system 706 records and storesthe automated passcode recovery answer.

FIG. 9 is a flow chart illustrating the general operation of system 700,in which a calling party leaves a voice mail message for a subscriber702 of voice mail system 706. At block 902, a calling party 704initiates a call to a subscriber/called party 702. As shown by decisionblocks 904 and 906, if a call is not established with the subscriber702, at block 908, communication is established between the callingparty 704 and voice mail system 706. At block 910, voice mail system 706prompts the calling party 704 to leave a voice mail message for thesubscriber 702. At block 912, the voice mail system 706 records andstores the voice mail message for the subscriber 702.

FIGS. 10A and 10B represent a flow chart illustrating the generaloperation of system 700, in which the subscriber 702 accesses the voicemail system 706 and recovers an authentication passcode viaauthentication passcode recovery system 104. After beginning at block1000, at block 1002, the subscriber 702 establishes communication withvoice mail system 706 via communication network 708. At block 1004,voice mail system 706 prompts the subscriber 702 to enter theauthentication passcode corresponding to the subscriber 702. At block1006, the subscriber 702 enters an authentication passcode. At decisionblock 1008, the voice mail system 706 determines whether the enteredauthentication passcode matches the authentication passcode stored inthe voice mail system 706. If there is a match, the voice mail systemauthenticates the subscriber 702 and provides the subscriber 702 withaccess to the subscriber mailbox. If there is not a match, as shown inblocks 1012 and 1014, it is determined whether the automated passcoderecovery process should be initiated.

In the event the automated passcode recovery process is initiated, atblock 1016, the voice mail system plays the automated passcode recoveryquestion corresponding to the subscriber 702. At block 1018, the voicemail system 706 prompts the subscriber 702 to enter an answer to theautomated passcode recovery question and the voice mail system 706retrieves the entered answer. At decision block 1020, the voice mailsystem 706 determines whether the entered answer matches the automatedpasscode recovery answer corresponding to the subscriber 702. If thereis not a match, the process may be repeated at block 1016. If there is amatch the voice mail system 706 may authenticate the subscriber 702 andprovide the subscriber access to a subscriber mailbox 424. For example,in certain embodiments, automated passcode recovery system 104 mayprovide the authentication passcode to the subscriber. In this manner,the subscriber 702 may be subsequently authenticated when the properauthentication passcode is entered. In alternative embodiments,automated passcode recovery system 104 may automatically authenticatethe subscriber 702 when the proper automated passcode recovery answer isentered.

FIG. 11 is a block diagram illustrating the subscriber mailbox 424,which is stored in memory associated with the voice mail system 706.Subscriber mailbox 424 may comprise a portion 1100 configured to storesubscriber identification information, such as, name, address, telephonenumber, etc. Subscriber mailbox 424 may further comprise: a portion 1102configured to store subscriber billing information; a portion 1104configured to store incoming voice mail messages; a portion 1106configured to store voice mail customization information, such as, voicemail greetings, etc.; a portion 1108 configured to store the automatedpasscode recovery answer for the subscriber 702; and a portion 1110configured to store the automated passcode recovery question for thesubscriber 702.

It should be emphasized that any process descriptions or blocks in flowcharts should be understood as representing steps in a process,functions, or (where implemented as logic in software, hardware,firmware, and any combination thereof) modules, segments, or portions ofcode which include one or more executable instructions for implementingspecific logical functions or steps in the process, and alternateimplementations are included within the scope of the preferredembodiment of the present invention in which functions may be executedout of order from that shown or discussed, including substantiallyconcurrently or in reverse order, depending on the functionalityinvolved, as would be understood by those reasonably skilled in the artof the present invention.

It should be further emphasized that the above-described embodiments ofautomated passcode recovery system 104, particularly, any “preferred”embodiments, are merely possible examples of implementations, merely setforth for a clear understanding of the principles of the invention. Manyvariations and modifications may be made to the above-describedembodiment(s) of the invention without departing substantially from thespirit and principles of the invention. All such modifications andvariations are intended to be included herein within the scope of thisdisclosure and protected by the following claims.

1. A method for providing automated passcode recovery in an interactivevoice response system, the method comprising: providing to a caller anautomated auditory passcode recovery question; receiving a caller answerto the automated auditory passcode recovery question from the caller;and responsive to the caller answer matching a stored automated passcoderecovery answer corresponding to the automated auditory passcoderecovery question, authenticating the caller.
 2. The method of claim 1,wherein the auditory passcode recovery question is a recorded version ofthe caller's voice and wherein the recorded version of the caller'srecorded voice comprises a facsimile that is at least one of compressed,digitized, and a machine form.
 3. The method of claim 1, furthercomprising: prompting the caller to enter a selection for anauthentication passcode corresponding to the caller; and receiving theentered authentication passcode; wherein providing the automatedauditory passcode recovery question to the caller is performed if theentered authentication passcode does not match the authenticationpasscode corresponding to the caller.
 4. The method of claim 1, whereinauthenticating the caller includes providing the authentication passcodeto the caller.
 5. The method of claim 1, further comprising providingthe caller access to services offered by the interactive voice responsesystem after authenticating the caller.
 6. An interactive voice responsesystem comprising: memory comprising at least one caller profile, eachcaller profile comprising an authentication passcode, an automatedpasscode recovery question, and an automated passcode recovery answercorresponding to the caller; and logic associated with the voiceresponse system and configured to enable the caller to recover theauthentication passcode from the corresponding caller profile byproviding the corresponding automated passcode recovery answer inresponse to an auditory playback of the corresponding automated passcoderecovery question.
 7. The interactive voice response system of claim 6,wherein the passcode recovery question is a recorded version of thecaller's voice and wherein the recorded version of the caller's recordedvoice comprises a facsimile that is at least one of compressed,digitized, and a machine form.
 8. The interactive voice response systemof claim 6, wherein the logic configured to enable the customer torecover the authentication passcode further comprises: logic configuredto prompt the caller to enter an authentication passcode correspondingto the caller; logic configured to provide an auditory playback of theautomated passcode recovery question, if the entered authenticationpasscode does not match the authentication passcode corresponding to thecaller; logic configured to receive a caller answer to the automatedpasscode recovery question; and logic configured to authenticate thecaller if the caller answer matches an automated passcode recoveryanswer corresponding to the automated passcode recovery question.
 9. Theinteractive voice response system of claim 6, further comprising aprocessing device configured to implement the logic, wherein the logiccomprises software.
 10. The interactive voice response system of claim6, further comprising logic configured to provide voice mail services.11. The interactive voice response system of claim 8, wherein theautomated passcode question is provided over a communication network.12. The interactive voice response system of claim 11, furthercomprising: a network interface device configured for communication withthe communication network and configured to communicate with a callervia the communication network; and a voice response system configured toprovide voice prompts to the caller and receive caller responses to thevoice prompts via the communication network.
 13. The interactive voiceresponse system of claim 11, wherein the communication network comprisesa wireless communication network.
 14. A computer readable storage mediumcomprising a computer program for providing automated passcode recoveryto a caller in an interactive voice response system, the computerprogram comprising: logic configured to provide an automated auditorypasscode recovery question if the entered authentication passcode doesnot match the authentication passcode corresponding to the caller; logicconfigured to receive a caller answer to the automated auditory passcoderecovery question; and logic configured to authenticate the caller ifthe caller answer matches an automated passcode recovery answercorresponding to the automated auditory passcode recovery question. 15.The computer readable storage medium of claim 14, wherein the auditorypasscode recovery question is a recorded version of the caller's voiceand wherein the recorded version of the caller's recorded voicecomprises a facsimile that is at least one of compressed, digitized, anda machine form.
 16. The computer readable storage medium of claim 14,further comprising: logic configured to prompt a caller to enter anauthentication passcode corresponding to the caller; and logicconfigured to receive the entered authentication passcode.
 17. Thecomputer readable storage medium of claim 14, wherein the logicconfigured to authenticate the caller comprises logic configured toprovide the authentication passcode to the caller.
 18. The computerreadable storage medium of claim 14, further comprising logic configuredto provide the caller access to services offered by the interactivevoice response system after the caller is authenticated.
 19. Thecomputer readable storage medium of claim 14, further comprising logicconfigured to provide voice mail services to the authenticated caller.20. The computer readable storage medium of claim 14, further comprisinglogic configured to provide automated banking services to the caller.